• Report:  #1526520

Complaint Review: Xfinity Mobile - Philadelphia PA

Reported By:
YongMi - Calhoun, GA, United States
Tue, May 23, 2023

Xfinity Mobile
1701 JFK Boulevard Philadelphia, 19103 PA, United States
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I called customer service at least 40 times.  I have also been chatting with Xfinity Mobile customer service is never helpful. Each time I call, I get conflicting stories.


1). I was told I would get a free phone if I signed up for unlimited cell phone service with Xfinity Mobile. The other person said no. I decided to cancel my order and services on May 8, 2023, since they were telling me two different stories. I told them not to send me a new phone and to cancel my order the same day. They decided to send me two of the same phones. They charged me $66.99 and $42.00 in my bank account, and they were preparing to charge me around $25.00 for each phone.


2). When I called customer service to get the two labels to return two phones, he disconnected my cell phone service on my iPhone and transferred my number to the new phone that I asked to cancel. This was on May 11, 2023.


That night I chatted with Xfinity Mobile Service, trying to cancel the service on the phone I was returning and get labels to return the phone. I got disconnected twice. The last person trying to sell me a new service.  I did not get the labels or cancel my service.


The next day, I called Xfinity Mobile one more time to cancel my service with Xfinity. I no longer wanted mobile service with Xfinity, ever!


I have FexEx receipts that say two cell phones have been delivered to Xfinity Mobile.  I also got an email confirmation from Xfinity Mobile saying that they received the cell phones in new condition.  I never open the boxes that phone came in.  


Now I got an email on May 22, 2023 from Xfinity saying that I did not return the phones.  I won't be getting the refund.  Please help!

1 Updates & Rebuttals


May 25, 2023 UPDATE - Xfinity Mobile

#2Author of original report

Thu, May 25, 2023

I received a call from Mr. Dave K, Xfinity Mobile executive Resolution. He was kind, helpful, and understanding. I appreciate his assistance. Mr. Dave spent a day giving me the credit of $550.01 for the cell phone I repeatedly asked Xfinity Mobile customer service not to send. He also sent refunds to my bank account. He says it takes 7 to 10 days to deposit a refund into my bank account. He did all this on May 23, 2023. I feel my frustration should not have reached Mr. Dave. On May 8, 2023, I called Xfinity Mobile customer service twelve times to tell them not to ship the phone and to cancel everything. In addition, I even used the Xfinity chat service. My Xfinity Mobile account showed Xfinity Mobile did not ship the phone yet. The next thing I know, they shipped me two identical phones. Each time I called Xfinity Mobile customer service, I had to spend at least 10 minutes with the automated robot. Most times it hangs up on me so I have to call back. I spent all day trying to get Xfinity Mobile customer service not to ship the phone out and cancel my order. On May 10, 2023, I spend 16 minutes with Xfinity Mobile customer service to see if they canceled my order and to confirm they did not ship the phone. On May 11, 2023, I called Xfinity Mobile customer service to get the labels so that I can return two phones. Getting labels from them was nearly impossible too because someone decided to activate one of the cell phones I am shipping back. I spent all day on this too. The next day, I shipped two phones via FedEx. I was exhausted by the frustration I endured. Naturally, I am afraid of something going to go wrong with my account even though Mr. Dave assured me that my account is cleared and I will get my refund. Mr. Dave said I can contact him if I ran into any other issues. I do believe him, but I can not rest until my refund is successfully deposited into my bank account, as well as my Xfinity Mobile account is 100% cleared. As of today, May 25, 2023, my Xfinity Mobile account shows that there is one payment of $550.01 remaining even though Mr. Dave gave the credit for that amount. I will update you when everything is clear.

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